Episodes

In this episode we meet Joan Hull and John Phillips, the proprietors of The Parsonage, a charming urban inn located in the heart of San Francisco. This conversation is a treat as Joan and John share their journey of transforming a historic 1883 Victorian house into a beloved landmark. Listen now to learn about: The Essence of Hospitality: Discover how Joan and John embody the spirit of warm, gracious hosts and what it means to provide hospitality not just as a business, but as a way of li...

In this episode, we're learning from Szilvia Olah, an expert in employee experience design, the founder of The Strengths Company, a former leader at Accor and Jumeirah Group, and the author ofThe Blind Leading the Disengaged. You'll learn about: Employee Experience Design: Discover how to design and deliver exceptional employee experiences using principles from guest experience design. Onboarding Best Practices: Learn the importance of a well-thought-out onboarding process and how to customiz...

In this episode, we're joined by Tommy Ostrom, Chief of Staff, and Stephan Bogardus, Corporate Director of Culinary Operations at Graduate Hotels, to discuss their collaboration with the LeBron James Family Foundation in Akron, Ohio. Listeners will learn about: The inception and development of the House Three Thirty training camp program. How Graduate Hotels and the LeBron James Family Foundation aligned their missions to create impactful community initiatives. The structure and cur...

The American Hotel and Lodging Association supports hospitality providers in so many ways from education to policy work. In this episode, Kevin Carey, AHLA’s interim president & CEO, joins us to talk about two core areas they're focused on now: Green Key Global: sustainability certification to help hoteliers cater to the quickly growing number of travelers (and businesses) that prioritize this The Hospitality Show: to connect industry participants and help everyone do well together Also, be s...

How do you stand out in a world full of technology, endless content, and busy schedules? Hospitality is key, especially through events. Events offer a big opportunity for every hospitality provider. In this episode, we're learning from Gianna Gaudini, a top event producer and strategist. She’ll share her journey in the events industry, the opportunities events bring, and how hoteliers can work effectively with event planners. See Giana's book: The Art of Event Planning: Pro Tips from an Indust...

Blackberry Farm was recently named the #1 hotel in America for food and drink by Food and Wine magazine. Previously, Andy Chabot explained how they've achieved this, and then how they hire and train their teams. In this episode, Andy shares how they gather and incorporate feedback from both staff and guests to constantly improve. Thoughts, questions, suggestions? Send me a text message Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe h...

This sponsored episode from Hireology is a masterclass on hiring from Adam Robinson, CEO of Hireology, who shares his extensive knowledge on hiring great people faster in hospitality. Listeners will learn: Market Insights: Understand the market trends affecting hiring in hospitality, including demographic shifts and the increasing demand for flexible work arrangements. How to Create Effective Job Descriptions: Learn how to craft compelling job descriptions that highlight flexibility, care...

Blackberry Farm was recently named the #1 hotel in America for food and drink by Food and Wine magazine. In our last episode, Andy Chabot explained how they've achieved this. In this episode, Andy shares their approach to hiring, training, and developing their people. Listen now to learn about: Recruiting The Right People: Explore how Blackberry Farm "casts a wide net" to engage potential employees and how it assesses cultural fit quickly and effectively. Hiring and Training: Discover how Blac...

Blackberry Farm was recently named the #1 hotel in America for food and drink by Food and Wine magazine, and in this episode - the first in an exclusive miniseries on this renowned Relais & Chateaux hotel in Tennessee - we're learning from Andy Chabot, who rose from a server at the property to its SVP of Food and Beverage. What You'll Learn: The Art of Hospitality: Understand what makes Blackberry Farm a standout destination in America and how Southern hospitality is woven into its fabric. Cul...

Join us as we celebrate International Human Resources Day today by learning from Pablo Brizi, the Chief Human Resources Officer at Hilton Grand Vacations. Recently recognized as one of the best workplaces in America, Hilton Grand Vacations is at the forefront of creating exceptional workplace cultures. In this episode, Pablo shares his unique career journey from Argentina to the hospitality industry in the United States and how he stewards a workplace culture that values each team member. List...

Today we're joined by Manny Yekutiel, the owner of Manny's, a cafe and civic event space in San Francisco's Mission District. In This Episode, You Will Learn: The Concept Behind Manny's: Discover how Manny's serves as a multifunctional space combining a cafe, bookstore, restaurant, and a hub for political and civic engagement. Community Building: Learn about the strategies Manny employs to create a welcoming and inclusive environment that acts as a living room for the neighborhood. Eve...

Karen Whitt is Vice-President Sales and Marketing at The Hartling Group, and in this episode, shares the ways her company is contributing to the community in Turks and Caicos through their mentoring programs aimed at empowering local youth. Listeners will learn about: The Hartling Group's Community Initiatives: Discover how the company integrates community service into their corporate philosophy, focusing on mentoring and motivating young individuals. Empowerment Programs: Karen explains the s...

In this episode, Sabrina Cendral, a hospitality advisor and the former Chief Marketing, Strategy, and Digital Experience Officer for YPO, shares her experience with mentorship and bringing leaders together to support each other. Listen to our other episodes with Sabrina: Trapeze Talks: My Club Med Journey (With Insights For You) The Power of All-Inclusive Hospitality Marketing Reveals The Big Opportunity for Elevating The Hotel Guest Experience Thoughts, questions, suggestions? Send me a text ...

In this episode, we learn from Marc Lores Panades, VP of Food & Beverage at Aethos Hotels. Listen to learn: The wellness program Marc uses to stay at peak performance The role of mentorship in professional development Techniques for creating memorable guest experiences How to develop innovative F&B concepts Balancing traditional hospitality with modern trends The importance of building strong relationships with local suppliers Ways to engage with and support the local community Strategie...

In this episode, we dive deep into guest satisfaction in today's landscape and how it's changing with Forrest Morgeson, Associate Professor of Marketing at Michigan State University and Director of Research Emeritus at the American Customer Satisfaction Index. Listeners will learn about: The latest findings from the American Customer Satisfaction Index (ACSI®) Travel Study 2023-2024. How the lodging industry has rebounded post-pandemic, with specific examples from leading brands like H...

In this episode, Sabrina Cendral, a hospitality advisor, strategist, and former Senior Vice President of Marketing and Sales for Club Med in North America, challenges the notion that operations is the only important aspect of delivering a great guest experience and emphasizes the holistic nature of guest engagement. Listeners will learn: The Importance of Comprehensive Guest Engagement: Understand why engaging guests before, during, and after their stay is crucial for creating memorable experie...

Sabrina Cendral is a hospitality advisor and strategist and the former senior vice president of marketing and sales for Club Med North America. In this episode, you'll discover the unique aspects that make all-inclusive resorts a preferred choice for guests seeking a hassle-free vacation experience. Sabrina shares her extensive knowledge of the operational complexities, the innovative strategies for enhancing guest experiences, and the profitability of the all-inclusive business model. Listener...

Sabrina Cendral is a hospitality advisor and strategist and in this episode, shares her extensive experience with Club Med, where she ended up becoming the Senior Vice President of Marketing and Sales for the company's North American operations. Listeners will learn: The Benefits of All-Inclusive Hospitality: Discover how all-inclusive resorts like Club Med enhance the guest experience and provide significant benefits to team members. Personal and Professional Growth Through Travel: Sabri...

Great hospitality leaders are always recruiting to hire the best people for their teams. In this episode, you'll join me as I visit a hospitality career fair in San Francisco - and hear from some of these hiring managers about what they are seeing and hearing and how they are making the case for working in the hospitality industry. Thoughts, questions, suggestions? Send me a text message Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe...

Brett Deas is a Partner at The Hideaways and has accomplished so much in so little time that I wanted to bring him on today to talk about everything from his journey from learning about investment to investing himself to what he's seeing in the hospitality market. Thoughts, questions, suggestions? Send me a text message Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free. Follow Hospitality Daily and join the conversation o...

Hilton’s 2024 Trends Report found the No. 1 reason people of all generations want to travel this year is to rest and recharge. In this episode, Amanda Al-Masri, Global VP of Wellness at Hilton, shares how they are innovating to provide exceptional sleep experiences and an array of wellness offerings across the company's brands. Listen now to learn about: The Evolution of Wellness in Hospitality: Learn about the journey from fitness to spa and wellness in the hospitality sector and how Hilto...

In this episode, Roman Pedan, the Founder and CEO of Kasa, shares the power of experiencing your own hospitality services from a guest's perspective. Roman tells the story of staying at various Kasa properties and how this led to changes and improvements in guest satisfaction. Listeners will learn about: The Importance of Personal Experience: Learn why Roman believes in the importance of being a guest in his own hotels and how this practice helps him identify and address subtle issues tha...

In this episode, Roman Pedan, the Founder and CEO of Kasa, explains how they optimize housekeeping across their portfolio of over 85+ properties. Listeners will learn about: Cost-Cutting Strategies: How Kasa is reducing expenses in housekeeping without compromising on quality. Technology Integration: Explore the 'Uber for housekeeping' model that includes scheduling, checklists, and feedback loops to maintain high standards. Quality Assurance: The unique offsite QA process using photos...

In this episode, Roman Pedan, the Founder and CEO of Kasa, explains the strategies that have allowed their hospitality business to thrive in challenging markets environments. Listeners will gain valuable insights into how Kasa has structured its operations to maintain high guest satisfaction while significantly reducing operational costs. What You Will Learn: Efficient Business Structures: Discover how Kasa has structured its company to optimize efficiency and thrive in tough markets or economi...